Show:
Ethics
EQ Competencies
Professionalism
Customer Service
Non Verbal Communication
100
Doing what needs to be done without being told
What is initiative
100
Which competency is about knowing your own emotions, knowing why you feel the way you do and knowing your strengths and weakness?
What is Self Awareness?
100
Having good manners in your dealings with people
What is etiquette?
100
This starts the minute a customer walks in the door
What is Customer Service?
100
Posture, gestures, facial expressions and proximity are all examples of this
What is body language?
200
Being direct, honest and polite
What is being assertive
200
Which competency is about being able to read others emotions and using empathy?
What is Social Awareness?
200
putting yourself in someone else's shoes" to understand their perspective
What is Empathy?
200
When a customer is angry or upset, you as the employee can provide this first to get the customer focused.
What is a calming presence?
200
This is enhanced when your words match your non verbal body cues.
What is trust and relationships?
300
Willingness to work with others to reach a common goal
What is cooperativeness?
300
Which competency is about being able to control your impulses, manage your emotions and adapt to changing situations?
What is Self-Regulation?
300
The ability to handle problems, criticism, and pressure gracefully and maturely
What is professionalism?
300
You will read body language and use Active listening when using this customer service skill
What is attentiveness?
300
Repetition, Contradiction, substitution, complementing, and accenting
What are the 5 Roles of Non Verbal Communication?
400
Willingness to accept an obligation and to be accountable for an action or situation
What is responsibility?
400
Which competency is about being able to interact successfully with others and build relationships?
What is Social Skills?
400
being open and responsive to ideas, impressions and suggestions
What is receptive?
400
knowing what your store sells, where things are, knowing general prices, knowing how to use a product is this customer service skill
What is knowledge of product?
400
The appropriate distance to stand between you and a customer
What is 3 feet?
500
being able to manage your own behavior to get the career you want
What is self management?
500
Which competency is about working towards goals, staying positive and being able to overcome obstacles?
What is Self-Motivation?
500
the ability to say and do things in a respectful way
What is tact?
500
working towards basic company expectations as guidelines for good customer service is this skill
What is goal oriented focus?
500
This inhibits our ability to read our own body language or that of others
What is Stress?